Every product page shows an estimated delivery time, so you always know what to expect. There are two kinds:

Made-to-order timing depends on the product, its manufacturer, its materials and where it ships from. That’s why we show a 5-11 week range rather than a single date. Delays outside our control can happen, but most pieces arrive within that time. Making pieces to order is also how we skip the warehouse markup and pass the savings on to you.

You’ll receive your estimated delivery date with your order confirmation.

Small parcels and décor are delivered right to your door.

Furniture and large items are delivered by our trusted carrier partners. The level of service depends on the product and your region, from delivery to your door, to inside delivery, to full white-glove service on select products and in select areas. You’ll find the delivery service for each item on its product page or at checkout.

For larger orders, the carrier will reach out ahead of time to book a delivery date that works for you.

We deliver all across Canada and work with many carrier partners to get your order to you, and we strive to offer the best service possible at every step. If anything doesn’t go as planned, please send us a quick email at support@alterahomedesign.com. We’ll make it right, and we’ll follow up with the carrier so it doesn’t happen to another customer.

Yes! We’ll email you at every step, so you always know where your order is:

1. Order confirmed (in-stock items) or In production (made-to-order items): we’ve received your order and are preparing or making it.
2. Waiting to ship: your order is ready and waiting to be picked up by our carrier partner.
3. Shipped: your order is on its way, with your tracking number and link.

Not always. If your order includes both in-stock items (1-2 weeks) and made-to-order items (5-11 weeks), or items from different manufacturers, it will arrive in more than one shipment. That way, your in-stock pieces don’t have to wait. You’ll get tracking for each shipment.

We deliver all across Canada, and the delivery times on our product pages are for Canadian addresses. We can often accommodate international orders too. Just email support@alterahomedesign.com with your address and we’ll send you availability and a quote.

Furniture sometimes moves a little slower than small parcels. Larger pieces often need a 2-3 person delivery team that handles them with care, and coordinating that team can occasionally cause delays.

We strive to offer the best service possible, and we’ll keep you posted every step of the way. If you have any questions about your delivery, just email us at support@alterahomedesign.com and we’ll look into it for you.

• Standard products: you can cancel or make changes free of charge until your item goes into production or ships, with a full refund to your original payment method.
• Fully custom products: you can cancel or make changes free of charge within 24 hours of ordering. After that, your piece is being made just for you, so it can no longer be cancelled or returned unless it arrives damaged or defective.
• Once an order has shipped, it can no longer be cancelled, but you can still return it. See our Returns & Refunds policy.

A product made to your specifications, such as a custom size, a custom configuration, or a fabric, finish or colour outside our standard options. Not sure? Ask us before you order and we’ll happily confirm.

Your latest status email will always tell you where things stand. We email you when your order is confirmed (in-stock items) or in production (made-to-order items), when it’s waiting to ship, and when it ships, with your tracking link. You’re also welcome to contact us with your order number for an update.

We want you to love your new furniture. If something isn’t right, you have 30 days from delivery to request a return, and return shipping is free. Items must be new, unused and resalable, in their original packaging, with proof of purchase. You’ll find all the details in our Returns & Refunds policy.

• Change of mind: Altera store credit, sent as a digital gift card. It never expires, so you can choose something you love from over 1,000 pieces whenever you’re ready.
• Damaged on arrival or defective: we’ll send you replacement parts as quickly as we can, free of charge, whenever possible. If a replacement part isn’t possible, we’ll replace the item or refund it.
• Wrong item: we’ll send you the right one at no cost.
• Cancellation before your order ships: a full refund to your original payment method.

No, there’s no restocking fee on any return. Fully custom products can’t be returned unless they arrive damaged or defective. There’s never a fee for damaged or defective items.

We do. Return shipping is free: once your return is approved, we’ll email you a prepaid return label, or book a pickup for larger furniture. If your item arrived damaged, defective or incorrect, there’s nothing to send back unless we ask, and we cover any shipping.

• Floor models and clearance items marked Final Sale
• Fully custom and special-order products, unless they arrive damaged or defective
• Gift cards
• Items that have been used or altered, or are no longer resalable

Damaged or defective items are always taken care of with replacement parts or a replacement.

We’re so sorry! Every item is inspected before it leaves our warehouse to make sure it’s in perfect condition, so damage usually happens during transport. We strive to offer the best service possible in these situations.

Please contact us within 48 hours of delivery with your order number and photos of the damage and packaging. Whenever possible, we’ll send you replacement parts as quickly as we can, at no cost to you. If a replacement part isn’t possible, we’ll replace the item or refund it.

Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay and Shop Pay, plus select debit cards depending on your location. You can also apply store credit and gift cards at checkout.

We sell directly to you and make most pieces to order. By cutting out the warehouses, showrooms and middlemen that drive up retail prices, we can offer beautiful furniture at a better price.